Director, Program Management Job at Tyfone

Job Description

The Director of Program Management is responsible for leading and developing a high‑performing Customer Program Management organization that owns not only customer relationships but also shepherds complex technical program management by customer. This role ensures clear ownership for customer outcomes, disciplined execution across complex programs, and tight coordination between customers, engineering, delivery, and support teams. The ideal candidate has deep Fintech experience, strong technical acumen, and a proven track record leading customer‑facing program or delivery teams in a SaaS environment.

Job Responsibility

Lead, mentor, and coach a team of Customer Program Managers who own end‑to‑end customer relationships and program delivery across their portfolio
Hire, train, and onboard new team members with both business and technical skills (digital banking, integrations, data, and core systems)
Establish clear performance expectations, goals, and career paths focused on program delivery, customer health, and value realization
Foster a positive, collaborative team environment that emphasizes accountability, proactive communication, and continuous improvement
Serve as executive sponsor for strategic customers, building strong relationships with key stakeholders and ensuring program‑level alignment on objectives, scope, and success criteria
Structure customer engagements as clearly defined programs with agreed deliverables, timelines, and governance (steering meetings, status reviews, risk/issue logs)
Ensure Program Managers proactively identify and address customer needs, manage expectations, and drive adoption of key product capabilities as part of program execution
Oversee regular customer business and program reviews, focusing on value delivered, roadmap alignment, and upcoming initiatives
Establish a program management framework for customer initiatives (implementations, major upgrades, complex integrations, and strategic projects) with clear stage gates, entry/exit criteria, and acceptance criteria
Partner closely with Product, Engineering, Delivery, and Support to prioritize and sequence work tied to customer commitments
ensure alignment between customer-facing promises and internal execution
Drive disciplined management of scope: freeze deliverable lists at agreed milestones, manage change requests, and protect engineering capacity while meeting contractual obligations
Ensure Program Managers and technical leads are actively managing risks, dependencies, and issues, and that escalations are handled through structured paths instead of ad‑hoc executive intervention
Design and oversee standardized, scalable onboarding programs that clarify responsibilities across Program Managers, internal teams, and customer resources
Embed adoption milestones, enablement, and success metrics into each program plan so that “go‑live” is a stage, not the endpoint
Partner with Product Marketing, Training, and Support to ensure customers have the content, training, and resources needed to fully leverage the platform post‑go‑live
Own program‑level visibility into renewal, expansion, and churn risk across the portfolio
work with Sales and Finance to forecast and influence net revenue retention
Implement proactive health monitoring that combines usage, support trends, delivery status, and relationship signals into a holistic customer health view
Guide Program Managers in identifying upsell and cross‑sell opportunities that align with each customer’s roadmap and program outcomes
Define and track key program and customer success metrics, including program delivery performance (on‑time, on‑scope), customer satisfaction, churn, and customer lifetime value
Maintain a visible, prioritized portfolio of customer programs and critical issues with clearly assigned owners, SLAs, and due dates
Produce regular executive‑level reporting on portfolio status, risks, and dependencies across customers and internal teams
Use data and insights to refine playbooks, improve forecasting, and drive higher predictability in delivery and customer outcomes
Continuously refine customer program and success processes, including intake, scoping, change control, escalation, and post‑mortems
Implement and standardize best practices in program governance, customer communication, and stakeholder management across all accounts
Leverage tools such as Salesforce, Wrike, Jira, and analytics platforms to improve visibility, automation, and efficiency across the customer lifecycle

Requirements

7+ years of experience in Program/Project Management, Customer Success, or related post‑sales leadership roles in SaaS
Extensive experience in the Fintech industry and with financial institution clients (community banks, credit unions, or similar) is required
Proven success leading and developing high‑performing teams that manage complex, multi‑stakeholder customer programs
Proficiency with Salesforce and at least one project/portfolio management tool (e.g., Wrike, Jira, or equivalent)
Strong understanding of Fintech core systems, digital banking platforms, payment rails, and common integration patterns (APIs, file‑based, SSO, etc.)
Experience using data analysis and reporting tools to track customer health, program performance, and operational KPIs
Exceptional leadership, communication, and interpersonal skills, with the ability to influence across executive, technical, and operational stakeholders
Strong problem‑solving and analytical skills, with a bias toward structured decision‑making and clear prioritization
Excellent program and project management skills, including risk management, dependency tracking, and stakeholder governance
Ability to build and maintain strong relationships with customers and internal teams while holding the organization accountable to commitments
Highly results‑oriented with a strong work ethic and an obsession for customer success, delivery excellence, and predictable outcomes

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Director, Program Management

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